Sears Home Outlets

Initial Business Response /* (1000, 6, 2015/10/19) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding a
dishwasher purchased from Sears Outlet
*** General Manager of the *** Sears Outlet, provided the following response:
Our records indicate that we have picked up the dishwasher noted in Mr*** complaintAdditionally, the refund has been processed in the form of a bank check, which should be received in the next 10-daysIf I can be of any further assistance to Mr*** he can contact me at the store, my number is XXX-XXX-XXXXSince we have noted the actions taken to resolve Mr*** complaint, we ask that this complaint be closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com
Initial Consumer Rebuttal /* (2000, 8, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
S*** F*

*** *** Revdex.com North Wab*** Ave., Ste#Chicago, IL Re: # *** - John R L*** Dear Ms*** We have completed our investigation of MrL*** complaint regarding his refrigerator We value MrL*** patronage, but can
understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure MrL*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and truly regret the misinformation he received regarding his refrigerator warrantyWe have moved forward with a replacement for MrL*** refrigerator and he has been provided with my direct contact information if he still needs assistance in the meantime we have closed this matter, since we are replacing MrL*** refrigerator and noted his candid feedback We apologize to MrL*** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Vanessa LS*** Regulatory Complaint Specialist Sears Holdings Corporation *** *** Vanessa.L.S***

May 22, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the washers she ordered from
Sears.com mistakenly listed for $ We strive to provide our Sears.com customers with accurate information, including pricing and availability, on all products available on Sears.com. Should we uncover a pricing error, or if we determine that the merchandise is not in stock to be shipped to a customer’s area, we will cancel the orderIf a customer's credit card is charged with a purchase and the order is cancelled, Sears promptly issues a credit to the cardWe have a very comprehensive disclaimer on our website that sets forth the terms and conditions of ordering from our siteWith an online business, it is possible for mistakes of this nature to happen occasionally, with the possibility of many orders being placed before a correction can be made, which could result in a substantial loss for a retailerThis is why most online merchants have similar terms and conditions. Most online retailers post similar terms of use, and we stand by our disclaimerWe sincerely apologize to Ms*** for any inconvenience she may have experienced due to this error, and have included a copy of our disclaimer below, in the event that she is not completely familiar with it: Pricing errors may occur on the Sears Site from time to time, on items sold by Sears, or items sold by third party sellers on Sears MarketplaceSears attempts to correct all pricing errors as soon as they are discovered, or as soon as Sears receives notice of an errorSears reserves the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from SearsAny payments you make to Sears for orders that are cancelled due to pricing errors will be refunded With that having been said, our records indicate that Sears issued two refunds of $to Ms*** *** account on April 27, Since a resolution appropriate to our Terms of Use has been provided, we have closed our file regarding this matter We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

Complaint: ***
I am rejecting this response because:
My account was charged $410.64! And I had to file fraud charges with my financial institution to have the money put back into my accountI also had to pay $to stop payment to make sure no further payment was taken out of my accountIt is very sad that Sears continues to be dishonest in their approach to resolve this issue.
Sincerely,
Elizabeth B***

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Margie ***# Dear Ms***: We have completed the investigation of Ms***’ complaint regarding a range purchased from Sears Outlet Chad ***, Sears Outlet Center,
District Sales Manager provided the following response: It is unfortunate that we failed Ms***’ expectations when she issues arose with the range she purchased from Sears OutletWe value Ms***’ patronage, but can understand how the series of events noted in her complaint has caused her to lose faith in SearsWe can assure Ms*** that her concerns have been forwarded to management for review, so future problems of this nature can be averted. We can only reiterate that we do not condone how she was treated and that we truly regret that we failed her expectationsWe hope that Ms*** will allow us another opportunity in the future to provide his with the type of customer service that Sears has built their reputation upon, but we would understand if this is not possibleUnfortunately we do not have a replacement range to provide to Ms***, therefore we are picking the range up and we will be refunding her in full for her returned purchaseOnce the range has been returned to the warehouse the store will be processing the refundTypically a credit to a credit card will post to the credit card account in 3-business daysSince we have noted that we will be picking up the range and will be refunding Ms***, we ask that this complaint be closed We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

Complaint: ***
I am rejecting this response because: I don't know where the "disclaimer" is openly seen After reviewing the site again, I still cannot locate the verbiage indicated in their response I also don't agree with the 'timely manner' for cancellation of order I placed the first order on 4/and the second one on 4/ I received email confirmation immediately on both, I received verbal confirmation from the Sears Hometown Appliance Store on 4/21, I received verbal confirmation from the local store on 4/(my name was on the delivery list but no washing machine showed up at the store) and was instructed that it should be delivered the following week since it missed delivery on 4/ Payment for my order was taken out of my account 4/- if they already knew they were cancelling the order in a 'timely manner' why take payment days after order was placed? Payment was not returned to my account until 5/ I didn't receive email notification of cancellation until 4/- days after the delivery date I was given verbally on 4/ This is not an acceptable resolution the issue of advertising and bait and switch tactics On one of my numerous phone calls to the company they offered me the exact same item at a greatly increased price from what was advertised
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I feel as though Sears is disregarding that they have a poor way of handling the needs of the customer in this type of situationI was not prepared for a brand new refrigerator to break down and for it to take weeks for repairsNot only did I loss food but, I had to eat out or buy other non-perishable food items for a family of over a course of a week periodI was also inconvenienced by either having to take off of my job or having someone else to be at my home for the repair service on different datesSo, the apology and the $offer is not satisfactoryYou all did nothing to expedite getting the parts in, repairing the refrigerator in a timely manner or offering a loaner refrigerator or a replacementWhat if I had to keep medications refrigerated??? Do you honestly think you are fairly compensating me for my time, money, and inconvenience when you all are a multi million dollar company that's selling faulty appliances? I would accept no less than $for compensation.
Sincerely,
*** ***

December 22, Nita *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: # ***- Charlene ***
Dear Ms***: We have completed the investigation of Ms*** complaint regarding her washer As clarification, it is not our policy to sell items with missing model or serial numbersMs* *** has had the item in question in her possession now for approximately years and we have no way to know what has happened to it during that timeAny items covered under Ms*** type of service contract, which is called the Master Protection Agreement (MPA), must have a legible serial number in order to be eligible for coverage under the terms of the MPA. At this time, Ms* *** may cancel her contract if she wishes and she will be given a pro-rated refund in accordance with the cancelation clause of the MPAShould Ms* *** wish to purchase a new washer from Sears, we would be willing to discount the cost by 15% off of the lowest price under certain conditions as a courtesyOtherwise, we are unable to assist any further We apologize to Ms* *** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, Tammie *** Specialist, Regulatory Complaints Email: Tammie.***@searshc.com

Revdex.com:
Not sure whether this helped in anyway, but problem has been solved
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: *** failed to mention that the $included a $300+ shipping charge (the original shipping fee from Kansas City to Palmyra, NY) Shipping is NOT part of the purchase price I paid $for the refrigerator....NOT $ His offer was to have the refrigerator shipped from a LOCAL store so charging me the additional $is unacceptableWhen *** and I spoke his words were, "If I can get you the same model new in box refrigerator for the $1200-$you paid would that be acceptable." I said "yes" *** then proceeded to try and charge me the $which included an outrageous shipping charge for a delivery from a Sears store less than miles from my house He changed his offer and stopped replying for my requests for clarification.I would really like to hear from someone at an executive level if lying is acceptable under the corporate ethics code published on the website
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

November 10, 2015*** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611*** * *** * *** *** *** ***We have completed our investigation of *** *** complaint regarding his dryer.Our research shows that there has been one service repair for
*** *** dryerOn June a Lint Filter was ordered for *** *** and according to the technician notes the filter was installed by *** *** *** *** states in his complaint that replacing the lint filter did not fix his issue but *** *** never contacted Sears to inform us that the recommended part did not fix his issueWe would expect our customer’s to inform Sears when a repair does not fix an appliance and wia reasonable time or at least withe first days after a repair was completedThis service was done in 2011, it is now this would mean that *** *** has been experiencing an issue with his dryer for four years now without ever contacting Sears to address it*** *** is correct that at this time there is a Service Flash covering the actions and potential parts to address clothes catching onto the lint filter and there are three parts that may be neededThese parts are: ***, Filter Housing; *** the Filter Guide and *** the Lint FilterThis service flash came out on April 5, 2012, ten month after his serviceWith no records confirming that *** *** has been experiencing the same issue for the last four years we do not feel that *** *** request to cover the parts and labor for this service is fairThat being said we spoke with *** *** and offered to provide him with a gift card in the amount of $to order the three parts that are listed to address the issue he alleges he is experiencing*** *** could then use which ever service provider he chooses to install the partsSince *** *** accepted this resolution, we have closed our case We apologize to *** *** on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,*** ** *** *** *** *** *** ***

October 6, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** *** * * *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding the renewal charge for her Master Protection
Agreement (MPA) and her request for a replacement refrigerator under the “No Lemon Upon receiving Ms*** complaint, we reviewed the renewal transaction and her service history to determine whether her refrigerator qualifies for replacementOur records show that on October 3, 2016, Ms*** authorized our Protection Agreement department to charge $to her *** account ending in ***The transaction was processed once. It appears that Ms*** bank placed a hold on her account for the same amount. It is common banking practice that when a debit or credit card number is submitted, it is transmitted as an electronic inquiry to determine if funds are available to cover the potential transactionThe bank automatically places a hold on the amount until the merchant clears or “settles” the transaction (usually at the close of business each day)These holds usually drop off after one to three days, depending on the issuing bank’s policy. Unfortunately, Sears has no control over this as Ms*** bank is the party placing the hold on her account, not Sears and they are the only entity that can remove the hold As to Ms*** contention that Sears has not upheld the terms of her MPA as it pertains to the “No Lemon Guarantee”; we have reviewed her service historyOur records show that within the last year, Ms*** has had three service calls completed, but only two qualifying repairs. On October 17, 2015, under service order *** the technician replaced two gaskets and an assembly plate. Under service order *** (completed October 31, 2015), a mullion was replaced. The last service call was completed on September 12, 2016, under service order ***; the technician advised Ms*** that the ice clumping in the ice bucket was and referred her to her owner’s manual While we understand that Ms*** is frustrated and feels that her refrigerator should be replaced, the MPA only provides for replacement under very specific conditions. According to the “No Lemon Guarantee” outlined within the MPA, a covered product will be considered for a replacement if there have been “three (3) separate product failures and a fourth (4th) repair is required due to defects in parts or workmanship within any continuous twelve (12) month period that the product is covered by this AgreementProduct failure will be determined by usProduct failures for this purpose must include repair or replacement of a functional, non-expendable part and does not include preventive maintenance, product diagnosis, customer instruction, accessory, cosmetic, or non-functional repair or replacement, or any repair covered under a manufacturer’s product recallYour request for replacement of a Covered Product must occur within sixty (60) days from its last product failure…” As we stated previously, Ms*** refrigerator has only had two qualifying repairs to date. Since we have explained why a replacement is currently not an option for Ms*** and clarified that her bank is responsible for placing a hold on her funds, we ask that this matter be closed We appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

October 29, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** ***
*** *** *
***, We have completed our review of Ms*** rebuttal complaint regarding her online order experience Accordingly, a refund of the shipping fee has been processed todayMs*** can expect to see a credit of $post to her account within 3-business days from October 29, Should Ms*** have any further questions, she may contact me via email at *** In the interim, we have noted Ms*** concerns, and respectfully ask to have this matter closed, pending credit to post to her account We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist Sears Holdings Corporation

*** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** * *** *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding his dissatisfaction with our customer service, when he
called for repair information for his craftsman pressure washer We value Mr*** patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in SearsWe regret that this incident occurred, but we can assure Mr*** that his concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone how he was treated and that we truly regret that the misinformation he received from the store regarding his repairs for his power washer caused him any inconvenienceWe did offer and process a gift card in the amount of $for his inconvenience; we ask that this matter be closed, since we have noted his candid feedback and Mr*** has confirmed that his power washer is in working condition Again, we apologize to Mr*** for this issue and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** ** *** Regulatory Complaint Specialist Sears Holdings Corporation *** *** ***

*** ***Revdex.comNorth Wabash Ave,
Ste#2006Chicago, IL 60611*** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding an ice
maker purchased from Sears OutletWe
have made contact with The *** who
are currently out of townThat said, upon
their return we will be processing an exchange for another ice makerWhen *** *** *** *** return home, they can contact *** *** at the Morrow Sears
Outlet by calling ***Since
it is my understanding that *** *** *** *** were satisfied with the actions
taken by Sears to address their concerns, we ask that this complaint be closedWe apologize to *** *** *** *** and appreciate the opportunity to address this
matter. Please feel free to contact me
if you have any further questions or concerns.Sincerely,*** *** *** *** *** ***

Initial Business Response /* (1000, 7, 2015/09/04) */
September 4,
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear Ms***
We have not fully completed our investigation of Ms***'s
complaint regarding her service experience
We apologize for the delay in responding to this complaintAfter installing the cooktop on August 25, our service technician found that he needed additional parts to complete the service and these were emergency orderedOnce they came in we set up the service for September 3, and as requested by Ms*** we locked in that service as the first one of the day with two service techniciansWe confirmed the service date and time with Ms*** on September 2nd in the eveningUnfortunately when our service technicians arrived at 8:38am on September 3rd no one answered the door or the phoneDespite multiple attempts by our service technicians to contact Ms*** they left and tagged on the door with our "we were here" formWhen our service unit contacted Ms*** later in the day she stated she had slept through the service time
At this time we are waiting to set another service appointment to complete the repairs and will try to accommodate her schedule
We apologize again and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation
***

*** ***Revdex.comNorth Wabash Ave,
Ste#2006Chicago, IL?
*** *** *** *** *** *** *** We have completed the investigation of *** *** complaint regarding a
*** *** treadmill.*** ***, Assistant Store Manager of the Sears in La
Crosse provided the following
response:On
Tuesday, November 11, 2015, we processed an exchange for *** ***The new
unit has been ordered and is expected to be delivered to her home on November 19,
We truly apologize to *** *** for the inconvenience noted in her
complaintIf I can be of any additional assistance to *** ***, we respectfully
request that this complaint be closedWe apologize to *** *** and appreciate the
opportunity to address this matter.?
Please feel free to contact me if you have any further questions or
concerns.Sincerely,*** *** *** *** *** ***

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL? ? ? Re: Ian W ***#*** Dear Ms***: We have completed the investigation of Mr*** complaint regarding a refrigerator purchased from Sears Outlet? Chris Dobbins, manager of
the Oceanside Sears Outlet Store provided the following response: I have made contact with Mr*** and it has been agreed that Sears Outlet will be picking up the refrigerator noted in his complaint on Saturday, December 10, Once the unit has been checked into the warehouse a refund will be processedSalescheck references the pick-upRefunds are typically refunded in the same form of payment as was used to complete the order, credits to a credit card usually post within 5-business days of pick up and bank checks are received within 10-daysIf I can be of any additional assistance to Mr***, he can reach me at ***That said we ask that this complaint be closed pending further contact We apologize to Mr*** and appreciate the opportunity to address this matter.? Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com